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FAQ

HAVE A QUESTION?

FREQUENTLY ASKED QUESTIONS

We're here to help's the limit when using Webster.

 

Pre-sale Issues

01. HOW TO DETERMINE MY RING SIZE?

The first necessity to choose the right ring is to select the right fit. Here is the best way to do it:

  • 1. Find a piece of string that is about six inches in length. If you do not have string, you can really choose anything like a thin strip of paper, tissue, cords, etc. Anything that can wrap around your finger will work.
  • 2. Wrap the string around your finger. Use a pen to make a mark where the end of the string meets.
  • 3. Find a ruler and measure the string. Take your answer and subtract 9.3 from it. Round to either .0 or .5, and you got it!

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02. WHAT ARE MY DELIVERY OPTIONS?

In order to upgrade your shipping method you will need to contact the Customer Service team and let them know which shipping method you would like to upgrade to. We usually offer three shipping methods:

Standard Shipping

Expedited - currently unavailable

Express - shipments require a customer signature upon delivery

Each Shipping Method has a different time frame and different prices.

For more information about local and international shipping as well as relevant delivery times, please visit our shipping information page for more info.

Please note that the time frame is stated in business days, which means that it does not include weekends.

 

03. I HAVE A SPECIAL REQUEST FOR MY NECKLACE

While we have a wide range of jewelry and styles perhaps you are looking to add that personal touch that you can't yet find in our collection. In the case that you would like to put in a special design request, simply contact our Customer Service Team.

Your inquiry will be reviewed by our jewelry design experts, who will let you know if we are able to move forward with your personalized creation.

 

04. HOW DO I USE A COUPON?

Subscribers to our email list and other loyal customers who follow us on social media often receive discount coupons.

In order to redeem your coupon, simply add the products you would like to purchase to your shopping cart.

In your shopping cart, after shipping information, you will see an option to enter your promotional code.

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Here you can type in your coupon code.

Once you click APPLY your discount will be subtracted from your subtotal.

Trying to use two promo codes? Sadly it's only possible to use one coupon at a time....

If you are having problems with your coupon, please contact us.

 

05. HOW TO DETERMINE THE RIGHT CHAIN LENGTH?

Long story short: The chain you select will determine where on your body your name necklace sits, so think about the length that is right for you.

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Our chains run from 14" to 22" long, which means your necklace can sit anywhere from high up on your collarbone to all the way on your lower chest.

Once you've decided where you would like the necklace to sit,

Take a long piece of string and loop it around your neck.

Close the string at the point on your chest you would like your necklace to sit.

Now open the string and measure it - how many inches is it? That's the length you should select for your new necklace.

Please keep in mind that the chain lengths mentioned on the website do not include the length of the pendant. Most of our pendants run between 0.75"-2" (2-5 cm), so the total length of your customized jewelry will be the length of your selected chain plus the length of your name pendant.

For example, if you order a name necklace with a 16" chain, the total length of the name necklace would be 16.75" - 18", depending on the name and style.

 

06. HOW CAN I PAY FOR MY ORDER?

At lorajewel, we accept all major credit cards as well as payments made through PayPal.

All payment must be made in full before shipment.

In order to place a payment, simply click on either the 'Process Checkout' or the 'PayPal Checkout' buttons in the shopping cart. After you have entered your contact details you will then be redirected to the relevant payment platform.

Credit card users may pay with

Visa

MasterCard

American Express

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07. WHAT SHOULD I DO IF I RECEIVE A‘PAYMENT DIDN’T GO?

If you received a message that your payment did not go through, please check your billing information and personal information. Make sure the information you have entered matches the card.

If all details are correct, please try to pay via PayPal. Don't worry, you don't have to be a registered member of PayPal to use their services.

You can also use a different credit card or try simply try again with the payment process a few hours after your initial attempt.

 

08. WOULD YOU BE ABLE TO DO 9 OR MORE BIRTHSTONES AND NAMES?

Sorry, we can only make 8 birthstones and names at present. We will update in our website if we can make more in the future.

 

 

 

IF YOU DO NOT FIND THE ANSWER TO YOUR QUESTION LISTED WITHIN OUR FAQ'S, YOU CAN ALWAYS CONTACT US DIRECTLY AT CS@LORAJEWEL.COM

 

Order Issues

01. RETURNS & CANCELLATIONS

If you are unsatisfied with the product you have chosen or it has arrived damaged, please let us know immediately. Our team will work with you to either refund the item or offer an exchange.

To contact our customer service team in regards to a refund or replacement, please fill in the following form.

RETURN POLICY

1.If paint is chipping, Stones fall off, Broken chain, etc, please notify us immediately via e-mails and you will receive either a refund of your purchase or an exchange within 90 days. (We will only exchange the item(s) for the same product, or for item(s) or equal or lesser value.)

2.If we sent the wrong order or item(s), you received any broken items, the personalized info is different from you provided to lorajewel, or the quality of the products you received is defective, please notify us immediately via e-mails and you will receive either a refund of your purchase or an exchange within 15 days.

Damaged Item

If your item has arrived damaged or incomplete, please contact us immediately.

You will need to send a clear image of the damaged item to a customer service representative.

Once a customer service representative has received a clear picture and approved the claim, you will be offered a reorder, free of charge if the item is within warranty.

Cancellation & Refunds

Once your order has been submitted we will immediately begin production on the personalized items. If you would like to cancel or change your purchase, it is free within 24 hours. Please note that on all canceled or changed orders(after 24 hours) of personalized items there is a 30% restocking fee.

Please note that you couldn’t cancel or change your purchase once we ship out your order.

Your account you used to purchase your items will be refunded. It may take up to 7 business days from the day your refund was approved.

We all change our minds, if you decide you would like to change your order before it has shipped, please contact us and we will gladly assist you.

To cancel your order, please contact our customer service team here.

 

02. HOW CAN I CHANGE AN ORDER AFTER PLACING IT?

If you have already placed your order but you selected the wrong product or want to change the personalization details, please contact our customer service team.

* Please note that on all canceled or changed orders(after 24 hours) of personalized items there is a 30% restocking fee.

If you are changing the item with a monetary difference, we will send you either a payment request or refund, according to the difference.

As each item is made uniquely and specifically for every customer, any changes made after an order has shipped will incur a 30% restocking fee.

 

03. HOW CAN I CHANGE MY SHIPPING ADDRESS?

If you would like to change your address before your order is shipped, please contact us and we will update the address in your order accordingly.

Please make sure to include:

Name

{Street}

{Number/ PO Box}

City

State

Zip code

Country

We can change your shipping address for you until your item is being packed. That's the stage we carefully pack your personalized jewelry and prepare it for shipping.

 

04. MY ADDRESS ON MY SHIPPING CONFIRMATION IS INCORRECT?

You are probably thinking to yourself "How could this happen??"...

You may have been really excited to place your order and missed a slight detail.

We can relate ;)

But don't worry, we can rectify this for you.

- If the address is missing an apartment number, or if there is a slight typo in the address, the order will most likely return to us. Once it returns to us we will update the shipping address for you. Please contact us with the following details:

Name

{Street}

{Number/ PO Box}

City

State

Zip code

Country

You can use your tracking number to track your order and see when it returns to us.

Sometimes the order does not return to us, and gets lost in the mail. We are sorry for this.

In this case we can offer to reorder your item to the correct address for you for a 30% restocking fee.

 

05. HOW DO I CHANGE MY INSCRIPTION?

If you have already placed your order but you selected the wrong product or want to change the personalization, please contact our customer service department!

Please make sure to:

Include the link of the item you want to change

The exact change you would like (inscription, birthstone, product, chain length)

Be ready to expect an additional charge if you are changing to a more expensive item

Be ready to receive a refund for a cheaper item

Understand that this change may delay your order by a bit

For example:

"Hi, I ordered the necklace with the inscription Alice, but I would like to change the inscription to Emma."

 

06. WHY DIDN’T I GET A SHIPPING CONFIRMATION?

If you received the order confirmation, but did not receive the shipping notification then this probably means the order is not out of production yet and has not been shipped.

Please kindly wait for two more days to receive the shipping notification.

Once the tracking tool shows that your order has been shipped, you will receive a shipping notification within the next few days.

If for over a week, you still haven't received your shipping notification, please contact us.

 

07. HOW CAN I ADD ANOTHER ITEM TO MY ORDER?

Continued browsing through our site and realized that you MUST order this ring too?

In order to add an item to your order, you will need to place a new order.

We understand that you would like your items to arrive together, and we can do it!

Please contact us, our team will update your order for you.

Please note that by shipping both orders together, the estimated time of delivery will be slightly delayed.

 

Shipping Issues

01. WHERE IS MY ORDER?

Want to know exactly where it is?

You can use usps tracking tool to track your order and track it until it reaches you.

Haven't Received A Shipping Notification?

Once your order is shipped, you will receive a shipping notification with a tracking number for you to track your order.

If you haven't received a shipping notification then your order probably hasn't been shipped yet. Don't worry. We will let you know once your order is on its way to you.

Order Should've Arrived But Hasn't?

We are sorry that you haven't received your order yet :(

☆Check the shipping address on your shipping confirmation and see that all details are correct. If there is a slight mistake, the order will return to us and we will contact you for a correct shipping address.

☆Track your order with the tracking number on the suitable tracking site, if it shows that your order is on its way please allow a few more days to receive your order.

☆Ask other members of your household if they accepted the package. Yes, this happens a lot!

☆Check if the order was delivered to your local post office

If you are still unable to locate your order, please contact our customer service and one of our representatives will contact you.

 

02. DO YOU SHIP WORLDWIDE?

Yes! We ship to most countries all over the world.

Please note that the shipping time frame may vary according to the destination you would like your order shipped to.

 

03. WHY DIDN’T I GET A SHIPPING CONFIRMATION?

If you received the order confirmation, but did not receive the shipping notification then this probably means the order is not out of production yet and has not been shipped.

Once the tracking tool shows that your order has been shipped, you will receive a shipping notification within the next few days.

If for over a week, you still haven't received your shipping notification, please contact us.

 

04. I CAN'T TRACK MY ORDER, WHAT SHOULD I DO?

We ask that you please check that you have entered the correct tracking number.

If you are sure that the number is correct, then maybe there is a problem with the email address.

Perhaps you placed your order with a different email address.

Please contact us if you are still having difficulties with tracking your order.

If your postal tracking number is not working, please allow 48 hours to try again.

Sometimes it takes time for the information to be update on the shipping websites.

 

05. HOW TO FIND A MISSING PACKAGE THAT SHOWS AS DELIVER

Although it is rare, sometimes your tracking number will say "Delivered" before your package has arrived.

If this happens to you within 36 hours of the expected delivery, please following these steps:

☆Check your shipping notification email to ensure your package was shipped to the correct destination

☆Look for a notice of attempted delivery

☆Look around the delivery location for your package

☆See if someone else in the house accepted the delivery

☆Some packages travel through multiple carriers; check your mailbox other locations you receive mail.

☆Wait 36 hours - in rare cases packages may say delivered up to 36 hours prior to arrival

If your order is 36 hours past the expected delivery date, please Contact Us.

 

After-sale Issues

01. RETURN POLICY

Unsatisfied with my choice

If you are unsatisfied with your product, please contact us once you get the item within 15 days. We will be happy to exchange it for something else according to 90 days of Return Policy.

Your original item will need to be returned before we are able to send your new item to production. There is 30% restock fee for the original item you ordered as each item is made uniquely and specifically for every customer.

Please note that personalized item cannot be returned unless it's defective or damaged.

If you are not satisfied with this option, our customer service will work with you to find an alternative solution.

Damaged Item

If your item has arrived damaged or incomplete, please contact us immediately.

You will need to send a clear image of the damaged item to a customer service representative.

Once a customer service representative has received a clear picture and approved the claim, you will be offered a reorder, free of charge if the item is within warranty.

Cancellation & Refunds

Production of your personalized item will begin immediately after you have processed your order.

Due to the fact that each item is uniquely made for our customers and to the fact that we start production straight away, order cancellation will incur a 30% restocking fee.

Your account you used to purchase your items will be refunded. It may take up to 5 business days from the day your refund was approved.

We all change our minds, if you decide you would like to change your order before it has shipped, please contact us and we will gladly assist you.

To cancel your order, please contact our customer service team .

To receive a refund for an item you have already received, you will need to return the item and any free gifts you received with it before your refund is processed.

 

02. MY JEWELRY IS DAMAGED, WHAT SHOULD I DO?

We're willing to exchange a new one for you!

To check on the status of the order, please contact us with:

 

Your Order ID number

The picture of the damaged item

The specifics about the damage

The exchanged size

The picture of the damaged product is required for the next procedure.

Our customer service team will follow your request and get back to you as soon as possible. Once we confirm the validity period of warranty, the replacement will be sent out to you very soon.cs@lorajewel.com

 

03. MY RING OR CHAIN SIZE IS INCORRECT, WHAT SHOULD I DO?

We will gladly send you a new chain, which can be easily replaced by yourself with a set of pliers.

If the ring size or chain length is different to the one that your ordered.

Please contact our Customer Service Team with:

Your Order ID number

A picture of the ring size tag or length of the chain

If you ordered the wrong chain length and would prefer a new chain, please contact our Customer Service Team.

We will gladly ship a new chain to you, at only shipping cost.

 

04. WARRANTY CONDITIONS

At lorajewel, we promise the jewelry we sell is of the highest quality.

All items are automatically covered with a 90 Day period. Any damage during this period will be covered. Any damage that occurs during this season will be covered.

In case of damage, please send a clear picture to our customer support and we will be sure to resolve this to your satisfaction.

 

05. HOW TO TAKE CARE OF MY JEWELRY?

lorajewel are jewelry specialists that are dedicated to capturing life's special moments with custom made jewelry. Whether you've just received a beautiful birthstone ring, name necklace or family tree jewelry, it's important to maintain the beautiful shine and finish of your jewelry.

SPECIAL CARE FOR GOLD AND SILVER PERSONALIZED JEWELRY

All jewelry can eventually tarnish, but your best defense is to be vigilant and properly care for your items. We recommend that you give your gold or silver jewelry a quick clean at the end of the day, using a soft cleaning polish cloth, to remove any fingerprints or oils that may have accumulated from normal wear.

Allow the jewelry to dry

Sterling silver jewelry deserves extra special care, so for these precious items we recommend a silver polish.You can purchase a quality silver cream at most jewelry stores, drug stores and even supermarkets.

SIMPLE TIPS TO KEEP THE SHINE

Make up first, then accessories

Lotions, hairspray and some cosmetics have chemicals that can be harmful to your jewelry. It is always best to apply your makeup first and then put on your jewelry in order to minimize the amount of damage your jewelry can be exposed to.

Take it off before you sweat it off

Working up a sweat may be good for your health but it's not good for your jewelry. Make sure to remove your jewelry before all intense physical activity. This will protect your jewelry from reacting to the chemicals in your sweat or from any damage that may happen in contact sport.

Rub a dub dub, no jewelry in the tub!

Your soaps and shampoos may get you smelling fresh and squeaky clean, but the harmful chemicals they contain could also do a number on your personalized jewelry. Too much sudsing in the shower while wearing your personalized necklace, bracelet or rings can cause a film to form over the precious metal, dulling the sheen and diminishing its gorgeous shine.

Jewelry and pools don't mix

Everyone loves a cool dip in the swimming pool on a hot summer day. But pools and Jacuzzis are full of chlorine that, if exposed for too long, can cause your jewelry to discolor . So play it safe: When you're stripping down into your bathing suit, take your jewelry off too.

Don't clean with the gleam

While we're very proud of your pro-active housework we would like to take a moment to remind you that once again harmful chemicals and jewelry do not make a good combination. While the chemicals in cleaning products are great for keeping your house shiny and germ free, they can be harmful to the quality and longevity of your precious jewelry pieces.

Be smart about safekeeping

Properly storing your jewelry will do wonders for keeping it looking new. Keep your customized jewelry in a box where it won't get tangled up with other items or damaged from too much movement. A jewelry box with a soft felt lining is perfect, but you can even line a simple shoebox with fabric to keep your items nestled and safe. Anti-tarnish strips are also a great investment to keep out oxidants than can tarnish and dull your pieces.

 

06. I RECEIVED MY ITEM, BUT IT DOESN’T LOOK LIKE I EXPECTED

We are sorry to hear that your order is not to your taste.

We are happy to offer you to exchange the item for another, but first our customer service team request to receive a picture from you in order to make sure the item matches our quality standards, and that the details are as described on site.

When contacting us, please make sure to include the following details so that we can assist you in the best possible way:

Your Order ID number

A picture of the item you received

Feedback on the item

Link to the item that you would like to exchange to

 

IF YOU DO NOT FIND THE ANSWER TO YOUR QUESTION LISTED WITHIN OUR FAQ'S, YOU CAN ALWAYS CONTACT US DIRECTLY AT CS@LORAJEWEL.COM